Customer Reviews for U-Haul Moving & Storage of Pasadena

Rating:

3.0

The 15’ truck I had felt super unsafe to drive. The steering had about 8” of dead zone when you turn before anything engages, and the breaks felt super sluggish and worn. Also I had my rental durning the the severe storm and the truck got stuck in my property due to some extreme flooding. I had my power knocked out and couldn’t contact them as my phone died and when I finally got my parking drained and got my power back I got a message from them saying if I didn’t return the truck rental that day z(which I wanted to do either way) they were going to report it stolen and sen the cops to come find it. Upon explaning the situation they completely ignored it and clearly thought either I was lying or that it was irrelevant

Rating:

5.0

Guy on staff was amazing.

Rating:

5.0

Nothing all of your organization and staff members are amazing, you always meet my needs. Your prices are reasonable. Thank you, thank you.

Rating:

5.0

Manager at this location was very professional and helpful

Rating:

5.0

Great customer service, staff very helpful

Rating:

3.0

I'm leaving some comments from the most recent day I was in the store, Thursday, 2/12/26, as well as af few overall comments for a number of times I've been there as well. Overall, I think you may need more staff. It was OK for a Thursday; however, there is usually quite a long line that seems to take forever, maybe 30-60 minutes?. I don't know if you have a manager or staff member in the back who could jump in to help when there are a certain number of customers in line. Especially on your busy days. Especially if there's only one agent helping customers. My feet hurt when I stand too long. When I wait in line for a long time at any business, I start hating the company. I doubt I'm the only one! Those experiences are 1 star . It seems as if it should be faster. I mean, how many items are we buying? I feel that U-Haul is not using customer-friendly strategies and store layouts, and is not customer focused -- if they were, the lines would be shorter and/or faster. Maybe there are other things you can do to make the lines faster . Can customers fill out part of the form with their info? The lines are my biggest issue. It's the face of U-Haul. Addressing the line would help immensely. It is really frustrating waiting in line for a long time. I often feel as if the 1-2 agents are deliberately ignoring customers. They don't usually acknowledge us. One contributing factor may be something in your layout/setup. My impression is I can't really see the faces of the agents, until I'm right there. Maybe the merchandise displays are too high and/or there are dividers. The stations seem too narrow/skinny. They look cramped for the agent, and they are definitely cramped for customers. When I stood in line Thursday, I had to stand on the left side of my reps's station to see the agent's face. I couldn't see her face standing on the right side, because her computer screen obscured my view. It took up so much room - seemed like half the station width. Waiting in line, but not being able to see the agents' faces makes the wait seem SO MUCH LONGER, and makes for a less than personal experience. This almost always happens every time I come to the store..Maybe the windows/desks are too narrow, But those barriers, walls, merchandise blocking our view -- it's so impersonal. When you go to the market, you can see the checker. They seem more human. So if you wait in line, you can see the person who will be helping you, The line doesn't seem as long. And BTW, markets open another checkstand whenever there are a certain number of people in line. There may be other things that can be changed or streamlined to make it more inviting, Off the top of my head, I'd suggest making the merchandise displays lower. This is the most impersonal part of going to U-Haul. I can't stand it, 0 stars. On the other hand, the gal who helped me at the desk---I can't recall her name -- I just adored her. She is African American with braids and wavy hair around her face that reminds me of the S-wave vintage hairstyles from the 1920s and 30s. She was friendly, helpful and seemed not just pleasant with a smile -- but a person with a sunny personality--a happy person in general. I felt she noticed me and helped me. That part was a 5 stars. I had some frustration filling out the online form that I completed on my phone. It asked for photos. Everything on the truck was fine, so I didn't need photos -- but it said I must have at least one.! Grrrr. I pushed "Skip Photo" for most. Got stuck at the end. was in a hurry to leave with my friend, who had a tight time frame. I struggled by myself and was getting frantic. One of your outside techs/agents (?) , a woman, helped me. That was great. I think my responses may have gotten stuck in a loop. Please fix this so it is easier for customers to use. This part was 2 stars. Please see if you can find the rep who helped me. I think she may have had short/ medium-ish short blonde or light brown hair. But I was in a hurry, so I'm not sure. She was great, 4 stars. My friend drove the truck. I don't think she had any issues. Thanks for allowing us to give our comments.

Rating:

3.0

Be more clear up front (as in advertising and at counter) about the mileage costs

Rating:

5.0

This Pasadena location is the best, this have a great inventory of good equipment. Professionalism is to be awarded. Thank You !

Rating:

1.0

I was scammed out of the mileage of they tried to charge me $26 of 29 miles, I only did 12 miles from Pasadena to Altadena and returned the van back, I’m going to speak to my lawyer for a refund

Rating:

5.0

Nothing. All was good.

Rating:

3.0

I felt like the hours should be longer on the weekends, considering that people have to work during the week

Rating:

5.0

Given a discount for people who lived in Altadena. I have to move from those fires.

Rating:

5.0

The only issue I had was the APP didn't allow me to pick up my truck. I had to contact costumer assistance on a Sunday morning at 7:00am. I was delayed about 30 minutes due to this.

Rating:

5.0

Nothing u guys did a great job this time around

Rating:

5.0

They arrived on time, worked really hard to load and unload, and all with a smile. I’d hire them again for any moving needs. Thank you!!!

Rating:

5.0

great cargo van and service. no improvements!

Rating:

5.0

Nothing

Rating:

5.0

Great customer service!!!

Rating:

5.0

Nothing at this time.

Rating:

5.0

Your best representative is Genny Uriarte who has the best customer service. Always smiling and answers all questions.

Rating:

4.0

The truck I rented was fairly rough and not in great mechanical shape. Engine had a misfire and suspensions felt loose and out of alignment. Staff at location were courteous and efficient.

Rating:

5.0

Friendly staff, as a walk in ended up with a 26 footer. Thanks God for purchasing a $30 complete insurance because I had a minor BoBo . SO MAKE A RESERVATION AND BUY INSURANCE . The place, worker , operators , rest room. Atmosphere of the place 10 out of 10

Rating:

5.0

There’s a lot to take in when they were explaining all of the photo taking etc required. It wasn’t clear that you started that process by clicking on link and then follow things. We just heard, take pictures which we did but didn’t know couldn’t directly upload . So maybe literally show the customer you click on this link and here’s how you load the photos… that you do it as you move thru the funky program.

Rating:

5.0

The checkout associate was great and professional and the return process was seamless. I would definitely recommend this location and will use it again. Very fast and efficient.

Rating:

5.0

You can't. The person at the desk was helpful, well informed, kind and courteous! The door on my rental closed really hard. That's the only thing I can say for an otherwise perfect rental!

Rating:

5.0

They made the trailer drop-off very easy and quick.

Rating:

5.0

Great overall experience. Equiptment was

Rating:

5.0

I would se the service agan, Easy!!!

Rating:

5.0

Customer service was great!

Rating:

5.0

We’ve rented a truck from that location twice in a week. The same women helped us and was amazing each time.

Rating:

5.0

Shanna was awesome! Great employee!

Rating:

5.0

The auto transport had a problem. After driving about 60 miles I got out to check the trailor and tires. The straps had slid off the right front tire completely. I worked it back on. It took me about 30 minutes, but it was back on tight. I drove down the street and there was a uhaul center there in Lancaster. I pulled over and the young man, I forget his name, came out and looked at it and said, You put it back on properly but you still didn't tighten it down enough. He showed me how to do it. Then he said the other front tire was not tight enough either and he showed me again how to tighten it down. He then instructed me to stop every 50 miles and check. I did. The last check was at my home. Both tires straps were loose. In my opinion, the strap mechanism is old and failing.

Rating:

5.0

This facility and the employees were fantastic. Very nice, very accommodating. Will from dispatch, in Southern California went above and beyond helping us getting our hitch installed in 1 day notice. He saved our trip and we are forever grateful. Thank You U-Haul! Are You hiring?

Rating:

3.0

Hard to find someone to assist

Rating:

5.0

Tankyou

Rating:

5.0

Jim is consistently excellent!

Rating:

5.0

Was confusing which kind of gas it takes, please put a sticker next to the gas cap or something in the contract

Rating:

5.0

Jim is such a great guy. I love to come to this location. He treats me so well. So does Shandra too.

Rating:

3.0

Customer care was below standard. I was informed that if I brought back the pickup truck that I rented with less gas I would receive a $30 charge plus gas charges. I returned the truck two (2) days early with 1/2 a tank of gas (the truck had less than 1/4 tank of gas. I was informed that U-Haul does not give any credit back on the rental, (you would charge me if I was under) and I still have not seen credit back on my debit card for two (2) days rental instead of the four (4) days originally requested. You charged my card quickly, now I would like my account credited for the two (2) extra days that U-Haul charged ony card. As for the gas, I think that I will consult my attorney to see if U-Hauls policy of not crediting money back for returning truck with more gas instead of the 1/8 tank of gas that the truck had when I received it. Any car rental agency would have given credit for the overage of gas put into the truck. Also, nothing was mentioned to us at the time of renting the pickup truck.

Rating:

5.0

I’m very satisfied,, personal is very professional and helpful,, I was able to pick up d equipment in the timely manner

Rating:

3.0

The computer system was down but everyone handled the situation well. Switched to manual contracts which took longer but got everyone in their rentals quickly.

Rating:

4.0

Staff is very professional and pleasant to deal. Location is kept clean and well stock. Storage areas are kept clean as well.

Rating:

2.0

It was pouring rain, I was given a van that was parked so close the the vehicle next to it I could not get in the vehicle. I had to walk complete length of the lot to back to office. I was given a second van and I had to walk again the length of the whole lot in pouring rain. When going through the link and taking pictures in the rain when I went to put in the correct mileage which was wrong on the link I had been sent, the app would not allow me to change it. Again I had to walk in the rain to the office. The link I had been sent was for the wrong vehicle. I was sent a third link and told I didn't need to take I didn't need to fill out the link. There was no way I was leaving without documenting the condition of the vehicle. I rented a hand trolley that they did not give. I had to go back into the office for a fourth time to the hand trolley. At no time did the man assisting me make any apologies.

Rating:

5.0

The woman at drop off was professional and polite. She made it all too simple.

Rating:

5.0

Great customer service from start to finish. Thank you!

Rating:

5.0

Very helpful - made process very easy

Rating:

4.0

Busy traffic around the location. Recommend adding signs to direct uhaul returns. Especially because most people renting are not experienced driving a large truck

Rating:

1.0

I was not given instructions on the gas cap location

Rating:

5.0

But I need my receipt from most recent rental. Please send to me via email, jose.perez@artcenter.edu. Thanks.

Rating:

5.0

My experience couldn't have been better. I've encountered some surly people at UHaul sites, but the woman who helped us at this location was terrific--helped us adjust our reservation, explained everything about the rental clearly, and was pleasant throughout.

Rating:

5.0

Good service clean

Rating:

3.0

Change engine oil light was on and there was debris in the bed of the truck. Overall it was satisfactory but I don't understand why I was charged for 750 miles when I only drove 308. It seems like every time I rent a truck the $20 a day + milage is just a slogan. realistically, I should have paid $71 dollars a day not the $94 I was charged.

Rating:

5.0

Guy at the front desk could have been friendlier. Other than that, it was a good experience. The woman would took my return was very friendly and made me feel welcome.

Rating:

5.0

The service was good and prompt

Rating:

4.0

Oil change required and the truck hadn’t been vacuumed out. But none of that mattered to me since it served its purpose.

Rating:

1.0

Rude staff

Rating:

5.0

The store is great, clean and well staffed with very helpful and sweet staff. Thank you for all your help!

Rating:

5.0

Excellent customer service!

Rating:

5.0

Manager very nice lady very helpful she is always smiling belive it or not if im in the area I just drop by for quick hello with her she is so pleasant to speak with I hope you guys pay her well .

Rating:

5.0

I am happy to say that everything went well and better than what I expected. The staff was friendly and assisted me getting the right storage units and moving vehicles. The storage facility is well kept and I love how there's a loading dock for the larger units. Thank you U-Haul for a job well done!

Rating:

5.0

Armando was great.

Rating:

3.0

Unit (for $) is small. Lighting in walkway only. I need to bring "power" of my own for lighting inside. Close to public transit. I'm (guessing homeless man) came up to me asking to "help move". This is very unsafe for all involved. I was there on a Thursday approx. 5pm. I may have to carry pepper spray?

Rating:

5.0

Everything was great. First time ever renting a unit. Jenny was very helpful!

Rating:

3.0

Not having elevator is hard to rent a unit upstairs. Even though I was offered first month free, the unit they offered was too small 4x4x4 size.

Rating:

5.0

Shanna, armondo, and genny were wonderful polite and courteous each visit so informative and helpful

Rating:

5.0

I would like to say that Shauna was awesome. She was always willing to assist me when ever I called

Rating:

5.0

I love everything and everyone 💙

Rating:

3.0

The African American women was extremely rude to me when it was my turn she said “ I guess I can help you “ un called for . Other than that everything else was fine . My apologies that I don’t have her name .

Rating:

5.0

Very clean. Will do business at this location again.

Rating:

5.0

Everything was great! Staff was so very helpful and really friendly. Had lovely interactions with Shanna.

Rating:

2.0

1. The prices go up about $5 every three months. Probably a good incentive to get your belongings out of storage asap. 2. My Ubox wasn’t at the pasadena location like I had ordered so I had to spend money to rent a van to drive to Altedena to another U-Haul location to load my Ubox. 3. Couldn’t close my account at the Altadena location so I had to drive back to the pasadena location to close my storage account.

Rating:

5.0

This location was great! Very easy to work with, and they had top-notch service--overall, a very positive experience!

Rating:

5.0

It would be great if in the future you had options to help with loading. I mean, I will introduce a tool for lifting boxes or furniture.

Rating:

4.0

Due to the lack of an elevator, I feel like the location should install a ramp so costumers can use a dolly and facilitate the move to the second floor.

Rating:

4.0

Great storage space.

Rating:

5.0

Staff is very helpful and courteous.

Rating:

4.0

I would have put “Excellent” but carrying boxes upstairs is the one big mark against this location. An elevator is needed. Service was great. Good employees.

Rating:

5.0

I had a satisfactory experience denting the storage . Thanks

Rating:

5.0

I love the staff. They are Extremely helpful and nice. They help me understand everything to the T. They don't get frustrated when asked questions and they very thorough with everything. Whoever has them as employees needs to give every single person a raise👏🙏 Thank you ladies and Gentlemen

Rating:

5.0

Staff were always helpful when needed (Ginny, in particular). I appreciated one day seeing that the outside trim of the building and railings were being re-painted - this shows attention to detail. I also appreciated seeing all of the cameras and flashing lights - indicating security.

Rating:

4.0

Shana (SP?) was great. Beware the competition stealing her. But the facility….That’s another story. It needs an elevator or at the very least a ramp. I got a unit in the second floor and had to go up 20 times at least. Talk about fatigue. Otherwise a great location.

Rating:

5.0

Thank You for your acomadations.

Rating:

5.0

I am so grateful for the staff here at U-Haul in South Pasadena and the general manager. He really helped me in my situation work with me when I couldn’t find my keys to my storage unit I am so pleased that someone extend it loving kindness and tender mercy to me a customer when I was in a frantic state thank you so much. If I need to move again, I will be using you all. Blessings.

Rating:

3.0

If you are looking to move and have no other choice this would be a last resort place. I worked specifically with Shanna who was extremely professional. This U-Haul has a lot of of people who sit outside of the unit willing to help but can be a bit aggravating. The pro- pane tank is right by the loading making it hard to unload and load items if they are requesting service. I will say that they do have a recycling area to dump unwanted items. My only concern was that I was charged a dumping fee for two small mirror tables. I was able to dump plants but not those items and was charged a fee. It was over priced to rent the unit. I will not be returning.

Rating:

5.0

Shawna and Ashley the regional president was exceptional to work with!!!

Rating:

5.0

Never a problem... Staff is courteous and helpful... Could not be happier! Thanks!

Rating:

5.0

I didn't have a problem moving in my stuff and taking them out.

Rating:

2.0

I will tell the facility was great and the people helpful and courteous but the fact they the free months storage cost me $20+ because there is no mention that you need to get the insurance and that you have to have a round padlock was just wrong. Another example of hidden fees. I will let everyone I talk to know that U-Haul is just like every other place that has hidden fees, be upfront people appreciate that…what could do I was there and was need. Why do I need to tell when I moved? And why do I need to answer all the questions…be happy you are getting reviews Thank you

Rating:

5.0

When I rented the “free” unit no longer be told me that I had to purchase insurance or a special lock. So the free month cost $21. Not the storages unit fault but the national service center

Rating:

3.0

No elevator for second floor storage

Rating:

5.0

Caesar is the best!

Rating:

1.0

I ordered a 10 ‘ storage and it was only 9’6” and they didn’t have another so I had to switch to public storage which made me have to keep their truck which over charged my account ,!,!,

Rating:

5.0

Shanna at Uhaul in Pasadena (Raymond) was always beyond helpful for my entire duration there, and just overall a pleasure to do business with! When anyone one comes to me regarding storage facilities, I will continue to refer them to her and this location!

Rating:

4.0

Only negative is the location lots of people on the street yelling and screaming. Also, the monthly rent is far too high for the amount of storage provided. Thanks

Rating:

1.0

There were no elevators to take you up to the 2nd level. If you had large heavy items you had to choose the ones on the 1st level and they cost more. It's also too difficult to reach anybody if you have questions or you need assistance with your account. The wait time for phone conversations is ridiculous. Process for running trucks and units is completely unorganized. Good riddance.

Rating:

5.0

Thank you

Rating:

4.0

Thank You for your services Well Done Donna

Rating:

4.0

Everything was great except I couldn’t access the loading dock unless a service representative was there and the first time I used it, it wouldn’t close so anyone could’ve walked in and accessed every locker on that floor. That and one of the thresholds was a mess to get over.

Rating:

4.0

This facility compares as better than my only other experience renting a storage facility which was many years ago. The service was efficient. The distance to get to the unit was short and the place was clean. I am super glad about the climate-control.

Rating:

5.0

Customer service was professional and helpful.

Rating:

4.0

I didn’t get either of the mens names who helped me out today but they we’re so helpful and patient and just went above and beyond helping out !

Rating:

5.0

Exceptional service!! All 3 employees who help us were so nice, helpful, and fun. Really made our Sunday a wonderful day. Thank u!!

Rating:

2.0

The staff was incredibly rude. At one point, when I was waiting in line, the cashier was literally yelling at another employee through a radio because she didn’t know how to make the computer work. When I went to get checked in to my storage locker, the guy who set it up didn’t know how to use the key card system. It took 45 minutes or so. When he was done, he confessed that he had never been in the storage building. Parkin g is a nightmare. When I was finally checked out, an 18 wheeler had blocked the driveway so I couldn’t leave. There are many other storage facilities in town. I would choose any of them over this one.

Rating:

1.0

Although the staff was friendly, they didn’t have my reserved unit available which required a downgrade in size and was on the second level with no elevator. This required multiple trips up and down with heavy boxes and heavy furniture to a non-air conditioned second level. This was very frustrating and took 3 hours to load the unit where it should have been up to an 1 hour with the reserved unit that was on the first floor.

Rating:

5.0

Shanna is an exceptional customer service person. She handled my issue of a late fee without my asking her to. I was apologizing for not reporting that the unit was empty and that I cost them the ability to rent it sooner. I fully had accepted that I owed them the fee. I’m a senior citizen with knee & back issues. She remembered that I had come in earlier with daughter to return the truck & noticed that was having difficulty walking. The truck return had complications that were resolved and once again Shanna was part of that process along with manager, James Dexter. Thank you!

Rating:

5.0

Their only one thing the Los Angeles u haul has a elevator I wish the Pasadena u hauls had a elevator

Rating:

5.0

great service,

Rating:

4.0

You should inform renters right off the bat that there will be regular increases on the monthly rental fee. This is one of the reasons we left. You should also consider expanding the parking lot. It's too small for a company that offers a lot of services. I witnessed a confrontation between a customer and one of the staff yesterday precisely about this issue. It becomes too hot in the storage facility at times. Consider turning down the thermostat during warm/hot days

Rating:

4.0

The bathroom door seemed to be locked always, probably COVID related. Other then that, good thanks!

Rating:

5.0

Your employee that waited on me was very professional ,polite and kind !

Rating:

5.0

Very helpful and made everything so easy for me during my moving process. I really appreciate all your help and all yours employees were really nice and helpful.

Rating:

5.0

Great help and assistance when I needed it and even when I just came on to the lot. Great crew there! Thank you all!

Rating:

3.0

I asked for receipt to be email and it has not, and your system was "down" and had to wait 30 minutes to pay for 8 months of storage. Would like rent not continue to raised I have been here since 2013, 6 years is the cut off of storage rent increase if not may find another, and there was a White male worker, no name tag, being very annoying and female Black was also annoyed by him she said something about gas he was working on, he also said "your storage went up another 5 bucks". when general manager came out that guy was gone from office. I would expect UHAUL not to have such employees, mouthing off so much he did nothing just sit around cashier. Not what I want to see, will avoid going in to office.

Rating:

5.0

It happens to be one of the best places I ever move my junk into

Rating:

5.0

GM and his team always working hard to help customers.

Rating:

5.0

STAFF WAS ACCOMMODATING, ESPECIALLY AS i HAD VEHICLE DIFFICULTIES DURING THE DROP-OFF PROCESS. EVERYONE WAS PATIENT AND AS HELPFUL AS POSSIBLE

Rating:

2.0

Space was on second floor without any elevator access. Space had no lighting. Parking is poor, almost no parking adjacent to storage area entrance. For these reasons I cannot recommend this facility.

Rating:

5.0

Very helpful staff Clean facility Security appeared good

Rating:

5.0

None

Rating:

4.0

Wonderful experience with the staff. The wait time in line is a bit long; another person would make the experience even better. There should also be more parking next to the storage units.

Rating:

5.0

The staff was extremely friendly and helpful with everything I needed. Will use this place for all my future storage needs.

Rating:

5.0

Very helpful and friendly

Rating:

5.0

Everyone on staff was friendly and helpful from my first dealing with them on July 8th until my last day on Oct 7th. I have recommended them highly to everyone and will continue to do so. Bravo!

Rating:

4.0

Staff was informative and helpful.

Rating:

5.0

Very friendly and helpful staff- specifically Jim & Shawna. Will reccomend that location to others

Rating:

3.0

Was thrilled that we qualified for one month of storage for free. Was not so thrilled when we found out the storage facility has no freight elevator and we were on the second floor. I mean, seriously?

Rating:

5.0

You folks were really helpful.

Rating:

3.0

Facility was clean, access was easy.

Rating:

2.0

The manager is extremely rude and does not recognize service animals. All of the other employees are delightful though. But the manager is extremely unpleasant.

Rating:

5.0

The lot is small so it was a little awkward to negotiate.

Rating:

4.0

The staff at this location were quick and thorough as well as friendly. Most locations I have done business at in the past are bare in comparison to pasadena.

Rating:

5.0

Super cool guys here. I really appreciate the help and service. I would use this again any time I need moving help.

Rating:

5.0

Very good experience overall.

Rating:

5.0

N/a

Rating:

2.0

I will not use them again. They don't work with you if problems arise it's all about money with them example I had a tote and a few boxes, all empty, that I wanted to throw away they charge $20.

Rating:

5.0

Alyssa helped drop off my UBox. She was very communicative and on time. Excellent service.

Rating:

1.0

Customer service is embarrassingly bad. There were couple of hidden charges on my credit card that were not explained or mentioned when I made the order. Would not recommend U-Haul to anyone.

Rating:

4.0

Ok

Rating:

3.0

I really don’t have any complaints. I did not have information on prices to determine if it was competitive. I also do not know whether having to be out of the premises by 5 on a Sunday was reasonable

Rating:

5.0

Need an elevator

Rating:

4.0

We moved out on June 30, but they charged us for an extra month (July) because we were on autopay, and they refused to prorate our rent for July. We were not happy with this decision!

Rating:

5.0

very helpful in storage and trailer renting advice.

Rating:

2.0

Service is great but the storage unit itself was very dingy and gross. There was a dead rat in the entrance when I opened the door to my storage.